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Hi, I am a small auto shop owner; I am trying to see if we are competitive or low in our prices for mounting, balancing etc. Mounting 9.99 Balancing 9.99 Disposal 2.00 Vlave stems 2.99 tire rotation 10.00 We are in central New Jersey Thanks Denise
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Has any signed up or know of this product? "Truvideo" BG has partnered with a company called Truvideo. The process allows you to take a short video of the car and document any issues. The video is then sent to the customer, either thru a text message or email. The tech or service advisor narrates the video. The customer can see on video things like worn brakes, worn tires, a leaking hose, etc. I think that this has its place in the multipoint process. Below is a link for more information. Your thoughts? https://www.bgprod.com/programs/truvideo/
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Hello all, Has this ever happened to any of you? We recently went out of our way to accommodate a customers' vehicle repair request. Though the customer was argumentative about pricing, hours charged, parts used etc, they ultimately agreed to the repairs. About an hour or so later, we receive notifications of several 0 or 1 star reviews on many social websites including Yelp, Google, Yahoo, Facebook....... you name it they had an account or made a new account to put their side of the story out there. How would you handle this? Do you feel obligated to complete the said repair? Thanks in advance for your thoughts and opinions. Nick
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How do you handle if a customer comes in a says their windshield wasn't cracked when they brought it in, have a blow out while driving a car, etc? my techs are noting this on our courtesy inspection if they see any damage prior to service. Today I had a customer return they told me their windshield was cracked on one side when they brought it in but not on the other. I explained to her that we notate all damage and I would be happy to review our security cameras to check. Check the footage and have a clear shot of the tech pulling up with no crack after the repairs. The windshield was replaced earlier this year and the quality is below par as they didn't reinstall the hood trim at the corners of the hood and windshield. My guess is it was cracked at the corner at installation and with the weather changes this week it cracked. This is the first time this customer has been in since 2015. We also have a clause on our invoices that we aren't responsible for fire, theft, articles left in vehicles, any damage or acts of God. Weve only had this come up a few times over 16 years but wanted everyone's opinion on how you would handle.
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By Bob Cooper We all know that the industry is continuing to evolve, and you will be seeing your customers less often as time goes on. Accordingly, you will need to find ways to keep your service bays full. One way is through commercial accounts, which we will call fleet accounts. Now I realize that fleet accounts may not be practical for some of you, but for those of you who are open to servicing such accounts, here are some tips you may want to consider…
First of all, many shop owners shy away from fleet accounts because they feel they’re not profitable, and I can understand how they would feel that way. But don’t forget; you set the pricing, not the customer, and there are many business owners who are willing to pay a fair amount for quality repairs and service. Ironically, there’s a perception that in order to be competitive in servicing commercial accounts, you have to come in with the lowest price. Yet in reality, that’s not the case. When I was still operating auto repair shops, I discovered that fleet owners and managers are most interested in quick turnarounds and quality repairs that keep their vehicles on the road. There is no question that with commercial vehicles time is money, which is why every fleet manager knows that vehicle downtime costs them a fortune.
Fleet owners (and managers) need to know that their vehicles will be turned around quickly, so you may want to give them a guarantee when it comes to the turnaround time. You should also bear in mind that your warranty will play a strong role in their decision, because it will send two messages. First of all, it will let them know just how confident you are in your repairs and services, and secondly, it will give them the peace of mind they need in knowing that if one of your repairs fails, they won’t be facing additional expenses.
Now we all know that there will need to be some conditions in place with your warranties, especially with commercial vehicles, but your basic warranty needs to be good enough to put the customer at ease. Something else that I discovered over the years is that fleet owners and managers are busy doing what they need to do with their businesses, so the more hassle-free the service and repair experience is, the more open they will be to your proposal. This leads me to the best-kept secret to landing the right fleet accounts…
What you need to do is put your entire proposal in writing. Fleet owners and managers have been duped in the past in many ways, but one of their biggest challenges is that as soon as they switch service providers, they find that a month or two later they’re faced with huge price increases. This is why you need to clearly outline the prices for the more common repairs and services you’ll provide, and you should guarantee those prices for one full year. You should also clearly outline your warranties, towing provisions and pricing, inspection services, turnaround time and any employee discounts that you elect to include.
Now before I go any further, I know that many of you are thinking that even if the account takes you up on your offer, the margins are going to be thin. I would be the last to disagree, but I also hope you consider that because the services are pre-sold, your efficiencies will naturally improve. Secondly, most advisors are more than willing to earn a little less on these accounts because the jobs are pre-sold, and thus do not require the same investment of their time. Now here comes the best part: beyond having all of the fleet account employees exposed to your brand, the account’s brand is now promoting you. To put it another way, just think of how much more powerful your image and automotive repair marketing campaigns will be when the people in your community know that many of the community’s prominent business owners turn to you as the best choice when it comes to repairing and servicing their vehicles. I am sure you will agree; that kind of name association is priceless.
So, can fleet accounts work for you? Only you can answer that question, but one thing is for certain: now that we are seeing customers less frequently, fleet accounts will be an integral part of many successful shops in the coming years. Since 1990, Bob Cooper has been the president of Elite, a company that strives to help shop owners reach their goals and live happier lives, while elevating the industry at the same time. The company offers coaching and training from the industry’s top shop owners, service advisor training, peer groups, along with online and in-class sales, marketing and shop management courses. You can learn more about Elite by visiting www.EliteWorldwide.com.
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